Manager Production Support Services – Led the Call Center Tools support services team which provided second tier vendor and application software support services for the CVS - Pharmacy Benefits Manager (PBM) portion of their business. • Provided leadership for a group of eight Associates responsible for software and vendor management for Tier1 business applications that enabled call and screen recording (Mattersight and Verint). Inbound and outbound IVR software. CISCO ICM call routing servers. Moxie, Aspect APM and eWFM vended products and the associated vendor relationship service level management. • Responsible for all related incident management 7x24x365 and provided high availability for all service functions.• Implemented monitoring for early problem detection and reported availability for Enterprise service level reporting.• Documented and executed successful disaster recover testing and compliance procedures.• Responsible for all change management activity and implementation of shake-out testing to validate success. • Provided root cause analysis for all severity 1 and 2 incidents and implemented corrective action to stop reoccurrence. • Led and managed the WAR Room during Welcome Season new business enrollment for heighten availability.

Oversee IT-Computer Operations service transition for computer operations and production batch scheduling across the Mainframe, I series and UNIX platforms.•Perform and managed day-to-day operations in parallel with the full service transition into a fully-managed service.•Represent IT-Operations Corporate Leadership Exchange in Chennai, India in modifying planning and revising course of action proactively to meet timeline and achieve transition goals.•Evaluated and adjusted direction to identify key success factors for the maximum benefit of the transition plan, focusing on critical services and impact on the business.•Mentored and coached service provider to be successful after developing the skills necessary to serve as the future model for this activity.•Designed and built a foundation for knowledge management, achieving 80% first occurrence resolution within 12 months of operation.•Set high standards and held personnel to transition goals supporting best-in-class service requirements for customers. •Organized and instructed knowledge transfer sessions that built the successful Run Brook Knowledge Archives.•Manage knowledge transfer, shadow, reverse-shadow and transition into steady state.•Led company employees and external resources through 12-month service transition.

Oversaw the direction, management and work teams that provided service delivery for 24x7x365 Computer Operations, platform batch scheduling, computer tape library, disaster recovery, critical tape vaulting services and mainframe print production control.•Developed improved knowledge management documentation and practices which led to a high first-call break fix resolution ratio and an overall reduction in mean time to repair.•Enabled service delivery by expanding the role for IT-Operations to fill gaps for facilities monitoring, security, change implementation and incidental break fixes. •Promoted internal project development for automation and continuous process improvement through the effective practice of ITIL foundation principles.•Recognized as key contributor for Operational Service Delivery and documentation for Next Generation Data Center.•Facilitated employee engagement through partnership alliances to serve Enterprise initiatives and directives.

Developed and administered protocol for conducting annual performance reviews across four shifts of operation.•Established baseline reporting for statistical data gathering for forecasting, decision making and monthly status reporting, computer operations, tape library and production control.•Authored a comprehensive 24-hour summary document and process that serviced audit compliance, knowledge transfer, change/incident control and event achieve. •Designed and documented data center processes and procedures for vendor, facilities, HVC and security management.•Handled training, mentoring, hiring and reduction of staff, covering shifts personally as needed.

Description: Held positions of leadership and management for 24 of 28 years with company after originally being hired for a staff operations position. Recognized as expert on updating various functions to ensure that front-line technology support teams gave agents and internal clients across the enterprise what they needed to provide the highest quality of customer-focused service. Provided leadership and expertise, developing highly-rated teams as the company and its information technology responsibilities expanded and evolved. Instituted practice of automating server virus protection and supervised enterprise security administration team responsible for access to all technology platforms and the Exchange email platform. Oversaw second and third shift computer operations staff and production control department, assuming responsibility for large volume production operation with critical business online dependency. Led a group of five professionals tasked with designing and implementing an enterprise problem-management structure for all technology platforms. Established and coordinated rapid response procedures to address severe business interruptions, resulting in “best-in-class” customer service rating. Identified, recruited and organized a large group of subject matter experts to analyze and successfully resolve recurring incidents (2005-2006). Managed team tasked with conducting all break fix and move-add change support for almost 2000 Compaq servers and 10,000 network nodes. Created desktop mobile response team for Allstate Home Office and extended campus locations in Northern Illinois. Designed problem determination procedures and enrolled business groups to conduct technology support. Developed initial change control policies and established initial concepts of service-level reporting. Served as first point of contact to manage internal client projects and navigate user inquiries.